Job Description

• To take overall responsibility for the quality and operational day to day delivery of the total FM services including but not limited to Housekeeping, Engineering, Security, Cleaning, Pest Control, Waste Management, Landscaping, Postal Services, Front of House services, Project Works, Helpdesk processes and 3rd party management as per contract requirements
• To own the customer experience across all service lines and the 3 buildings on site
• Create strong stakeholder relationships with multiple clients and stakeholders to drive site performance, manage expectations and keep all parties updated on contract performance and pipeline of future works
• Leadership of a dedicated workforce to the Crawley site, providing guidance, direction and vision inline with Mitie and Thales values and targets.
• Drive service excellence across operational teams

Able to react in an ever-changing business environment

Below is an outline of detailed requirements that meet the above criteria:-

• Interface with nominated service line sponsors on performance issues at UK level
• Actively participate and contribute to all team management meetings and training sessions
• Attend Thales WIP/Application Finance Review Conference Calls
• Conduct and attend Cleaning Audits and Site Inspections
• Attend/chair Senior Thales Stakeholder engagement meetings - Site Directors monthly meeting, Energy & Waste Reviews
• Liaise with sub-contractors to obtain quotations for reactive tasks - manage sub-contractors working on site
• Schedule sub-contractor visits to ensure PPM completion
• Obtain quotations & raise purchase orders for maintenance
• Manage customer complaints and escalate issues and concerns to Service Line management
• Facilitate PPM amendments
• Compile monthly site reports
• Ensure annual maintenance contracts are in place for all Sub-contractor PPM maintenance
• Regular Site Folder review to ensure sub-contractor and team compliance
• Produce Incident reports for site
• Ensure site team have security clearance/vetting
• Support customer with the delivery of minor project works
• Escalate any customer complaints or issues that are not being dealt with by direct reports
• Meet or communicate with Thales Workplace Managers to discuss and clarify any actions or requirements
• Submit Client Quotes for approval
• Assisting with space management solutions e.g. participating in office moves

Any other duties required as part of the role as and when requested

Mitie